Refunds & Shipping Policy
Q: I ordered the wrong case size, can I exchange it?
A: Unfortunately, since all of our cases are made to order, we are unable to offer exchanges for incorrect sizing. We highly recommend using our sizing guide before purchasing to make sure you select the right fit for your MacBook model. If you're unsure, feel free to reach out to us at hello@kaelhaus.com before placing your order and we'll help you find your size. But we recommend using our size guide!
Q: How long does my order take to process?
A: Since we're a small, made-to-order brand, please allow 1-3 business days to make and process your order. During high demand periods, this may take a little longer (if this happens we will let you know!)
Q: Can I cancel my order?
A: We can only process cancellations within 1 hour of you placing your order. After that, your case goes into production and we are unable to cancel it. All sales are final once this window has passed.
Q: Will there be duties and taxes?
A: Depending on your country, your order may be subject to import duties and taxes when it arrives. However, in 97% of cases there is none!
Q: How long does shipping take?
A: Once your order is shipped, delivery typically takes 4-7 business days in 95% of cases depending on your location. These times can vary due to current global events, local postal services, and other factors outside our control.
Q: How much is shipping?
A: Shipping is a flat rate of $8.99 worldwide and free on orders over $80USD. All prices are in USD.
Q: Where's my tracking number?
A: Your tracking number may take up to 5 days to update after your order is shipped — this is completely normal. You can track your order at https://parcelsapp.com/.
Q: I entered the wrong shipping address, can you change it?
A: Unfortunately, once your parcel has left our warehouse we are unable to make any changes on our end. Please double check your address before placing your order. If you've entered the wrong address, you'll need to contact your local post office directly and ask them to redirect it. We are not liable for orders shipped to an incorrect address.
Q: My order seems lost, what do I do?
A: Please contact your shipping carrier first so they can locate and track down your parcel. Once an order has left our warehouse it is out of our hands, so the carrier will be your best point of contact to resolve this before contacting us.
Q: Can I get a refund or exchange?
A: We accept returns within 7 days of delivery. Items must be shipped back to our overseas warehouse at the customer’s expense. A $8 restocking fee applies to refunds, however this fee is waived if you choose store credit.
Q: What if my case arrives damaged?
A: We hope this isn't the case, if it happens please email us at hello@kaelhaus.com with photo proof within 3 days of receiving your order and we will send you a replacement.